Patient Experience Supervisor

The Patient Experience Supervisor plays an integral role in supporting pre‑doctoral clinical operations at the School of Dentistry, by providing leadership and oversight for front desk and call center teams. Reporting to the Patient Experience Manager, the role collaborates with clinical leadership to ensure a seamless and exceptional experience for all patients at the University of Minnesota School of Dentistry. In‑person position. The position is not eligible for H‑1B or Green Card sponsorship and does not offer a STEM OPT training program. Pay Pay Range: $65,000–$75,000, depending on education, qualifications, and experience. Time appointment: 100% appointment. Responsibilities Oversee and coordinate the daily clinical support services for Patient Experience Team (65%) Staff development and supervision: daily supervision and mentorship of 12+ Patient Experience Representatives. Conduct ongoing needs analysis and evaluation of front‑end operations to ensure quality customer service and patient experience. Collaborate with the Patient Experience Manager to develop/implement staff organizational strategies and metrics. Establish team priorities, goals, and expectations. Hire, train, assign work, evaluate, reward, transfer, suspend, promote, discharge, and handle disciplinary processes and grievances as necessary. Conduct performance reviews and make recommendations. Approve or deny time and absence requests as appropriate. Enforce HIPAA compliance, university policies, and procedures. Facilitate and support staff participation in professional development, educational opportunities, workshops, and/or seminars as appropriate. Patient Care Services (30%) Patient Conflict Resolution Mediate, resolve, and follow through on patient concerns on behalf of the School. Respond to patient concerns in‑person, via phone or departmental email; coordinate and communicate resolution with associate dean, faculty and/or students. Manage/respond to patient fails; document in electronic health record. Process/communicate financial adjustments to patient accounts as necessary. Provide backup for team members as needed and other special projects as assigned. Arrange in‑person language/translation needs with outside agencies; assure details are documented in the electronic health record and communicated to appropriate faculty, staff, and students. Other duties as assigned (5%) Serve on and/or provide administrative or other support for department, school, and university‑wide committees and groups, as appropriate. Continue professional development through attendance of courses, workshops, seminars, and other meetings. Required Qualifications BA/BS with at least 2 years of experience leading a team or related education and work experience equaling 6 years. Excellent written and verbal communication, interpersonal, and customer service skills. Experience monitoring and adjusting operations workflow in a team environment. Ability to communicate effectively with diverse populations. Work experience in a healthcare environment. Familiarity with electronic health software. Desired Qualifications Experience and training in Axium electronic health record. 2 years of supervisory experience in a healthcare environment. Work experience in an academic dental institution. Call center management experience. Experience training and onboarding new hires. Benefits Competitive wages, paid holidays, and generous time off. Continuous learning opportunities through professional training and degree‑seeking programs supported by the Regents Tuition Benefit Program. Low‑cost medical, dental, and pharmacy plans. Healthcare and dependent care flexible spending accounts. University HSA contributions. Disability and employer‑paid life insurance. Employee wellbeing program. Excellent retirement plans with employer contribution. Public Service Loan Forgiveness (PSLF) opportunity. Financial counseling services. Employee Assistance Program with eight sessions of counseling at no cost. Employee Transit Pass with free or reduced rates in the Twin Cities metro area. Diversity & Equal Opportunity The University of Minnesota provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression. Employment Requirements Any offer of employment is contingent upon the successful completion of a background check. Our presumption is that prospective employees are eligible to work here. Criminal convictions do not automatically disqualify finalists from employment. #J-18808-Ljbffr